Job Description

Set up the delivery organization for Customer Service & Sales Support process by transitioning activities from multiple global locations to company centers
Ensure smooth transition of activities with minimal service disruption
Hire top talent to drive best-in-class performance
Lead the delivery for processes such as order creation / amendment / cancellation / closure, customer complaints / feedback management, customer reporting, customer issue / complaints management etc.
Support order fulfilment activities such as shipment creation, carrier selection, shipment documentation, tracking and tracing shipments etc.
Fulfil customer requests for Standard and non-standard regulatory documents, process customer sample requests
Review/ clarify / resolve customer and sales queries related to orders and invoices
Ensure best in class service delivery for the Customer Service & Sales Support processes
Lead and manage multiple customer service and sales support teams across global and regional centers
Collaborate and engage with leaders to ensure that service performance & reporting programs are aligned with functional and shared services short-term strategic initiatives and plans
Define performance targets for the team and drive achievement of the same through various initiatives
Work closely with Sustainable Excellence Teams to drive ongoing improvement opportunities
Provide visibility to areas of risks, inter-dependencies of or conflicts with other business units and regional efforts, and recommend and/or implement solutions to address any issues / risks
Provide sales and customer reporting and analysis (e.g. Modal analysis, FTL vs LTL analysis, Carrier performance analysis, Order fulfilment analysis etc.)

Education

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